Cahoot.ai: e-commerce fulfilment efficiency with eesel AI

Cahoot.ai, AI-powered fulfilment network, uses eesel to get answers to partners instantly and clean up their internal workflows. As a company that values AI in their own e-commerce business, it was important for Cahoot to find the right fit for their needs. Enabling self-service, automatic handling, and accurate answers is a must-have.

To quickly summarize for all you speed readers:

• Who: Cahoot, a company that uses AI to run a slick eCommerce fulfilment, shipping, and returns network.
• The Problem: They were juggling a ton of complicated questions from both sellers and fulfillment partners. Info was scattered everywhere, which meant slow answers and a support team buried in manual Zendesk tasks.
• The Fix: They rolled out two eesel AI bots. One public bot to give partners 24/7 answers about shipments and orders, and one internal AI Copilot to help the support team automate their work right inside Zendesk.
• The Result: A lot less manual ticket handling, faster answers for partners, and a support system that can actually keep up with their growth.

A bit about Cahoot

Cahoot is a logistics company that helps eCommerce businesses get their products to customers. They’ve built a fulfilment network that connects merchants for nationwide 1- and 2-day delivery, easier returns, and all-in-one shipping software. Basically, they want to help merchants cut fulfilment costs, deliver faster, and keep control over the whole process after a customer clicks “buy.”

The headache of scaling a high-touch support team

As Cahoot got bigger, so did their support team’s problems. Logistics is complicated, and they were getting swamped with detailed questions from two different groups: the sellers using their platform and the fulfilment partners doing the packing and shipping.

This created a few specific headaches:

• Information was everywhere: Critical details were stuck in different places—their website, random PDFs and CSVs, Zendesk, and Jira. Agents were spending more time hunting for information than actually helping people.
• The same questions, over and over: The support team felt like they were on a hamster wheel, answering the same complex questions about shipments, inventory, work orders, and carrier updates.
• Drowning in Zendesk busywork: Agents were bogged down by tedious tasks in Zendesk. Think endless ticket tagging, looking up field values, and manually creating new tickets in Zendesk or Jira for follow-ups. All that admin work was slowing things down and keeping the team from tackling the really tough problems.

In comes eesel AI’s multi-bot system

Cahoot came up with a two-part plan using eesel AI. The goal was to automate support for their partners on the outside and give their internal team a boost on the inside, all without having to rip out and replace the tools they were already using.

A public bot for instant answers

First things first, Cahoot wanted to give its sellers and fulfilment partners a way to get answers on their own, anytime they needed them. So, they used eesel AI to launch a public chatbot right on their platform.

How they did it: They put an eesel AI Chat Bubble on their platform. To make it smart, they fed it information by connecting their Website, Zendesk Help Center, and a bunch of important PDF and CSV files full of operational info.

The impact: Now, partners can get quick, accurate answers about things like work orders and shipments without having to create a support ticket. This cut down the number of incoming questions, freeing up the support team to focus on trickier issues.

An internal AI copilot for the Zendesk users

The next step was to make life easier for the agents themselves and speed up how fast they could resolve tickets. Cahoot set up an internal AI Copilot to act as a sidekick for their support team.

How they did it: They connected the AI Copilot to their Zendesk account and gave it a few jobs to do using eesel Actions:

• Add Tag: It looks at incoming tickets and automatically tags them, so they get to the right person much faster.
• Get Field Values: It can pull up specific information for an agent right in the ticket view, so no more digging around in other systems.
• Leave Internal Note: It can automatically add notes or summarize a ticket for other agents, which makes teamwork a whole lot smoother.
• Create Ticket: When an issue needs to be escalated, it can automatically create a new ticket in Zendesk or Jira. No more copy-pasting.

The results: A much more efficient operation

By setting up these two bots, Cahoot really turned its support operations around.

• Way fewer repetitive support tickets: The public chatbot handles a huge chunk of the common questions, letting agents work on stuff that actually requires a human brain.
• Quicker ticket triage: The internal AI Copilot tags and routes tickets automatically, which means problems get in front of the right person in a fraction of the time.
• Agents got hours back every week: By automating tasks like creating tickets and adding notes, eesel gave the support team more time to handle tough escalations and provide better help.
• Happier partners: Sellers and fulfilment partners now get faster, more reliable answers, which makes them feel pretty good about working with Cahoot.
• Ready to grow: Cahoot can now bring on more merchants without having to hire a new support person for every new account. That’s a huge win for the long run.

In the end

Using eesel AI’s flexible bots and automation, Cahoot solved a classic scaling problem. They didn’t just improve things for their partners with self-service answers; they also made their own team’s jobs easier by cutting out the boring, manual work. The result is a smoother, smarter, and more scalable operation that’s ready for whatever comes next.

See how eesel AI can help your team do their work, start a free trial or book a demo.